ANNEXE REPORT - PRé

Product Service systems,

Ecological & Economical Basics

ANNEXE REPORT:EXAMPLES DATABASE

QUESTIONNAIRE

(Authors in alphabetic order)

Mark J. Goedkoop MSc.Cees J.G. van Halen MSc.Harry R.M. te Riele MSc.

Peter J.M. Rommens MSc. (editor)

March 1999

ii

Examples databaseDuring this project a lot of examples of existing product service systems or product service systems underdevelopment were found. This annex gives about 150 of them, illustrating the far spread penetration of PSsystems in society. With this, it has to be remarked that most involved neither companies, nor otherpeople address these examples as being a Product Service system. Sometimes concepts like productsystems, Eco-efficient services and total offer are used. The following examples are to be used as anillustrating of the world of PS systems, not as being an ultimate list. In next table, the following entriesare described:

Product Service system: a short description or the name of the Product Service system. In case of aunique PS system from one company, or unique co-operation of several companies, the namewill be used. In other cases, a general name for this kind of PS system is given.

Long description: Over here details about the PS system, as well as details on history, benefits forconsumer or company, extra features etceteras is given.

Company: this label covers one or a few companies that offer this PS system. More providers may exist.If several companies co-operate this is mentioned.

Type: the PS system is categorised on the method as was described in chapter 2: Ps, PS, pS, P to S.Clients: the PS system can be designed for the private consumer or the business-to-business market. Both

possibilities are given here.Moment of added service: in case a service is added to a product, or the focus of the service component

in the total offer is in a specific design phase in the product life, this is indicated. The phases inthe product life are:

� Design: in most cases this will be an information service to enable the designer to make the productmatch as much as possible user and environmental demands.

� Production: service added in this phase is comparable to the previous phase. Another service is theproduction of products or services according to client wishes.

� Distribution: is a service in itself. When adding a service to the distribution phase, it implicates aservice-service system. Specific customer-information makes these kinds of product service systemmore frequent.

� Sale: these kinds of services are often associated with information or mass-customisation. Alsodelivery services can be describes as services added to sale.

� Installation: information on how to install the product or the installation itself or dedicated coursesare possible services. In cases where a second company get into the production process of a first oneand contributes significantly, this can also be the case (for example: distributors take part in assemblyof the final product)

� Use: When a service is present during the use phase, several types of service are possible:• Service and product together fulfil the needed function. The customer has a little saying in the

way a function is fulfilled nor becomes (part-time) owner, he pays for the result only.• The PS system implies that a product is temporary at the user’s disposal:

- renting. In this way a group of users uses the same product.- (functional) leasing, this is a special kind of renting, where the provider takes a greater part

of the responsibility of the product than in the case of renting.- sharing, this is a serial way of using products within a distinct group of users. The users

together own a product, so they feel more responsible for well functioning.- pooling, this is a parallel way of using a pool of products within a distinct group of users.

� Maintenance: This box is active in case the product service system fulfils more functions than thereference product or reference service does. This is a so-called life extending service

� Repair: This is like the maintenance phase, a life extending service.� Function extension: these services imply that products or services are upgraded by ways of new

possibilities (new hardware or software, extra service)� End-of-life: In most cases these services include a take-back service of the product or parts of the

product for re-use, re-cycle or (guaranteed) specific waste-treatment.

In an Access database, shipped with this report some extra information is given. This information is aboutcontact data (information about persons to contact within a company, including addresses) and originatingliterature. Most relevant literature, except advertisements, leaflets and non-profound articles innewspapers can be found in the references.

iii

Product Service System Description Companies

Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Service for returningcompact disks

EMI is a producer and distributor of CD's. They take back redundant CD'sfrom their distributors. EMI refunds the distributors for their costs. The CD'sare being used to produce new products.

EMI Ps Business-to-business

* * *

Office facilitymanagement

Producer of office-furniture Gispen is doing a pilot project with a hardwaresupplier and a catering business to facilitate offices. Together they take care ofall the maintenance and repair which have to be done. In case the demands ofthe users change, Gispen will change the office according to all wishes.

GispenCulemborg,divisionS.I.-industriesDenmark

P/S business-to-business

* * * * * * * *

Reversed logisticsproduct packing

Texim Electronics is a wholesaler of electronic parts. These are distributed inplastic containers provided with a chip, which holds information about thesent packages. The customer can return the plastic boxes with empty packing.In this way the wholesaler has all the information about the stocks of hiscustomers, and is able to provide new services with this information.

TeximElectronics

Ss business-to-business

* * *

Take-back servicefurniture

Furniture producer Assenburg (connected with Aspa) obliged themselves totake back old furniture from the defence ministry in the Netherlands. Evenother brands furniture are taken back.

Assenburg,Tilburg

Ps business-to-business

* * *

Return service gardeningmaterial

Rockwool Grodan produces germ embeddings for professional gardening.Most producers of these materials refuse to take back the used embeddings.Rockwool guaranties materials can be returned. The secondary materials arereused in stonewhool products.

RockwoolGrodan


* *

iv


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Product support-servicemedical appliances

Philips Medical Systems produces and sells NMR-scanners to be used inhospitals. Because of the high complexity of handling such a machine, Philipshas an active way of supporting users of their products. This service isprovided by 1/3 off all the people working in this division. In the USA thispolicy has lead to a market share of 8 %. User support and service are ratedvery high (an A) by all of the users.

PMS Best Ps business-to-business

* *

Support on usingmedicines

On demand the Organon company in Oss, the Netherlands, gives doctors,pharmacies and users of medicines personal information about the use of theirproducts.

OrganontheNetherlands

Ps consumer *

Model car service Serpent, a producer of radio controlled model cars, organises races, fairs andsends newsletters. The company advises, supports and promotes racers andhobbyists. During the last world championships Serpent published all theresults within half an hour on the Internet.

Serpent Ps consumer *

Subscription shavinglotion

Together with Beiersdorff (NIVEA) Philips Domestic Appliances introduceda shaving machine for those who were used to wet shaving: Cool Skin. Theconsumer can subscribe to the sachets that need to be used within themachine.

PhilipsDomesticAppliancetogetherwithBeiersdorffGermany

Ps consumer *

v


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Return guarantee plasticgarden furniture

Hartman is a producer of plastic garden furniture. "Hartman Groengarantie" isa return guarantee for their own furniture so these can be reused in newfurniture.

HartmanGroep NV

Ps consumer * *

Flexible lease contractfamily cars

Mercedes is working on a flexible lease concept for families. Every moment afamily can choose a car they need according to their specific wishes at thatmoment. A baby-Benz in case not much space is needed, or a station wagon tobe used on holidays.

Mercedes Ps consumer * * *

Furniture maintenanceservice

Wilkhahn, producer of office furniture, sells a maintenance-subscription to thesold furniture. Yearly this service will replace parts that are worn out.

WilkhahnBusinessCentre,Gorinchem-Oost


* * *

Pallet-pool Chep provides a worldwide pool for transport pallets. Besides, they provideother transport packages as well, like plastic containers. None of theseproducts are sold; a deposit has to be paid.

ChepBeneluxNetherlandsBVLeiderdorp


* *

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Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Professional coffeesystems

Suppliers like Douwe Egberts Coffee Systems International BV facilitatecoffee systems with equipment, ingredients, refilling and maintenance. Thesesystems are developed by themselves or in co-operation with specialisedindustries. The users can buy or lease the coffee system. Some suppliers alsotake old machines back after use, for recycling and reusing.Some of the companies were coffee suppliers, other producers of equipment.

OllandNieuwegeinDECSMaasServicesInternationalCafe BarHolland


* * * * * * * * *

Customised computerconfiguration

Dell Computers sells computer configurations completely according to allwishes the customers have (for example after an E-mail dialog).

Dell Ps both *

Reversed logistics ofbuilding materials

Stybenex Construction, an organisation of 5 producers, takes back EPS fromconstruction sites. These EPS parts are cut-offs, and spare parts. This pilotproject will start in 1998.

StybenexBouw


* * *

Voice mail service AT&T, producer of professional digital telephone exchange equipment,provides a voice mail service in their equipment, so answering machines areno longer needed.A hardware-product is replaced by software in another product.

AT&T,Alcatel

STCH

consumer

vii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Bike renting added topublic transport

Interliner, a Dutch fast bus service, tried in 1997 to set-up a system for bikerenting in connection with their bus service. It's been a disaster. One bike wasrented in the experiment period.

InterlinerUtrecht

Ss consumer *

Gas advising The Gasunie, supplier of gas in the Netherlands advises all users abouttechnical aspects of using gas and possibilities to spare on use of it.

NVNederlandse Gasunie,Groningen

Ps both *

Customised buildingelements on demand

Unidek delivers complete and customised roof- and other elements needed onthe building site, for houses as well as for larger buildings. Waste materialsare taken back to be reused.

UnidekBouwelementen BV,Gemert


* * *

Copier leasing Many suppliers of copiers don't sell copiers anymore, they sell copies: In thisway the suppliers take care of the maintenance, the availability of toners and a'state of the art' guarantee. They take back old copiers, disassemble them, andreuse the good parts in new copiers.

Océ-NederlandBVRank Xerox


* * * * * * * * *

Reprocessing of flipframes

3M Germany has a so-called "Flip frames Verwertungsservice": Taking backthe protection foils on overhead-sheets. 3M reprocess these foils.

3M Ps business-to-business

* *

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Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Information in stead ofphysical money

Almost all National Banks made it possible to pay electronically in stead ofusing physical money. Coins and banknotes aren't needed anymore.The product is replaced by a service.

STCH

both

Service for promotionand information requests

The PTT (the Dutch Mail co-operation) delivers a lot of not requestedpromotion materials. This method of promotion costs a lot of materials,energy and money, because it is delivered to very many uninterested people.Therefore PTT developed a telephone service, called "Toets". Here people canorder their specific promotion material or information. The service is alsoavailable on Seefax and Internet.

PTT andMooreCorporationLtd(Canada)

Ps both *

Carsharing To use cars more efficiently, many car-share systems are developed. Thisconcept can be a satisfactory solution for those people who sometimes want touse a car, but don't want or need to own one. A group of users have thedisposal of a fixed number of cars. Users make a reservation for the time theywould like to use the car.

Greenwheels, Call-a-car,traditionalcar rentcompanies

Ps consumer * *

Company and productinformation systems

To be able to control all company data, management information systems aredeveloped in many software houses. This kind of software controls allrelevant information about products, personnel, finance etc.

InControl,Baan, SAP


* * * * * * * * * *

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Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Vegetables subscription In a subscription system a consumer picks up a (recycled paper) bag withvegetables at a local nature food store. These vegetables are grown inecological way and close to the consumer. An independent institute (SKAL)controls the growing. In the bag recipes and information on the growing orvegetable are included. ODIN is more concerned with the growing as normalwholesalers.Also subscription to a bag containing fruits is possible.

OdinBjöjrVita

Ps both * * * * *

Insects in stead ofinsecticides

To avoid insects eat groceries and vegetables; insecticides are used inconventional gardening. This product can be replaced by the use of insectseating the damaging insects. This ecological product innovation does not onlyreplace toxic chemicals being used. It also is a service-product combination incase it's sold per protected square meter.

Koppert STCH

business-to-business

James To serve a bigger market Albert Heijn supermarket in the Netherlands createdan online shopping-service. Customers can order their products by a tele- orinternet service. The products are delivered to wherever the customer wants.

AlbertHeijn

Ss consumer *

Electrolux launderette Shops for washing clothes are a very well known and old product/servicescombination. People bring in their dirty clothes, wait for about an hour andtake everything away properly cleaned and dried. In some cases, full service ispossible. Consumers spare on the investment of a washing machine, use theprobably better way of washing in the shop. The energy-use and waste arecentralised and diminished in this way.In case of the Electrolux washing machines the design is optimised for use inlaunderettes and for being more (eco) efficient.

Electrolux Ps both * *

x


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Cash converters The Cash Converter concept is based on a cradle-to-cradle philosophy. Oncenot rejected even defect products can be brought to a Cash Converter shop. Inreturn people receive a little amount of money. The products are repaired, orwill be used as 'part-supplier' for other products.

CashConverter

Ps consumer * * * *

Leased carpet A new building of Southern California Gas, the Energy Resource Centre inDowney, is provided with a carpet not owned by the Southern California Gas,but the carpet manufacturer Interface Flooring Systems Inc. Under the termsof the "Evergreen Lease" Southern Cal Gas paid no money down for thecarpet, but will pay a monthly stipend to cover installation, maintenance andongoing repairs.

InterfaceFlooringSystems,Inc


* * * *

MERCI (MedicalEquipment Recovery ofClean Inventory)

At the University of Virginia, a system is set-up to recover, sort and divertclean medical supplies. An information system provides the person who has toseparate the goods with the knowledge were the products should go to, forexample: a local free clinic, a wildlife centre, missions or research labs. Itemsthat are over-dated are re-sterilised.This service is added to the end of life phase.

HealthSciencesCentreUniversityof VirginiaCharlottesville, VA 2298


* * *

Printing on demand In the near future, (some) books will be published on the internet. Becausemost people want to read the paper version, it will be possible to have thebook printed from the internet, according to all the readers demands (forexample bigger letters for those people with bad sight) in a shop nearby thecustomer. Even PoD printers can be leased (with the PoD-printers made byIBM - theInfoColor 7, the InfoPrint 4 and the InfoPrint 6

IBM, KICKAutomatisering

Ps both * * * * *

xi


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

e-mail reminder service On an American Internet site(http://www.gbs.com/flowers/remind.htm) it is possible to enterspecial dates of your relatives. A specified time in advance you will benotified of his/her birthday and you can reply on the E-mail by orderingflowers that will be sent to the person in question.

Ps consumer * *

Economy measurementin washing machines

Miele developed a washing machine that notifies the user of the energy that isbeing used at the moment and advises the user about moments it is possible todo the washing more economical.

Miele Ps consumer *

Take it @ Leave it Because many people are so busy working, they don't have any time forhaving their shoes repaired, to buy a cake for their birthday, to have theirphoto's developed etc. etc. For these people the Service Shop 'Take it @ Leaveit' is introduced on train-stations. People can order the service or product theywant in the morning, going off for work, and take it away when they return forgoing home.

Take it @Leave it

Ps consumer * *

Rolls Royce for life Once bought a Rolls Royce, this car should serve you for life. That's why RRset-up a world wide service system so that the car can be repaired always andeverywhere.

RollsRoyce

Ps consumer * * *

SKF system 24 Lubrication in the right place and on the right time is very important tomechanical products and bearings in special. Normally this has to be done bysomeone, now a product replaces this service.

SKFMaintenance ProductsB.V.Mijdrecht

S toP

business-to-business

* *

xii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Guard in stead ofmachines in publictransport

In Dutch trams and underground services people should stamp their tickets forvalidation. The travellers did this themselves in a machine. Because of severalreasons (abuse, safety, information) the guard returned on a lot of trams.

GVBAmsterdam

STCH

consumer

ECO-it software ECO-it is a software package developed by PRé consultants in Amersfoort tohelp designers be more aware of the environment in the design decisions theymake. De method of Eco-indicator 95 is being used to describe theenvironmental impact.

PRéConsultants


*

Napkin service Dutch parents throw each day 3 million napkins away. To reduce thisenormous waste problem they developed a service with old-fashioned, durablecotton napkins. The service takes care of the napkin washing. The clean onesare delivered while the dirty ones are taken away.

Culotteluierservice

Ps consumer * * * * *

Sony "exchange &refurbishment" program

The repair of a defect product can be very complex and time costing. That'swhy it is more efficient to centralise this kind of services. To do somethingabout the long repair time, Sony has stock of already repaired, second handproducts that can be returned immediately.

Sony Ps consumer *

Termite control by DowElanco

Because termites can damage buildings dramatically and chemical barriers toprevent termites infestation have environmental, safety and costdisadvantages, Dow Elanco has been looking for a new concept. This has beenfound in hexaflumoron that disrupts the growth mechanics of the termites, soin the end they die. A service is added to educate the market in using this newproduct.

DowElanco,USA


* *

xiii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

RTT Satelliteinformation system

RTT is a Dutch distributor of bulk-liquids and dry products. To track all thetrucks RTT uses a satellite system. The information that such a system makesavailable creates the opportunity to use the trucks more efficient: The nearestby empty truck can be traced and sent to the load.

RTTHoyer(Germany)


*

Virtual school trip To show and inform children aged 6*2 about more things than they could evervisit in a reasonable way, the Museum of Technology in Delft set-up a virtualschool trip, so they can have the experience without being in all thosedifferent places.

Museum ofTechnologyDelft

Ss both

Network computer Every standalone computer needs a hard disk, containing programs and otherdata. The programs are normally distributed on CD-ROMS. Distributingprograms in this way costs a lot of CD's and hard disk space. To be more up todate and not having to use CD's anymore network computers are developed.

Microsoft,Intel, HP

Ps both * * * *

Flexible offices There are several reasons for not always working in the same place: To beclose to different customers, to be closer to home, to work together withdifferent people in different projects etc. etc. For this reason within one officebuilding, and even on a larger scale, flexible offices are created. These placescan suffice in more specific demands than an ordinary office can. For examplea meeting room provided with presentation equipment or a silent work placewith a computer. Space can be used more efficient in this way

Gispen Ps business-to-business

* *

xiv


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Magazine collection anddistribution

Many people want to read a lot of magazines. It would be very expensive tothem subscribing to all magazines they are interested in. That's why somecompanies set-up a sharing system of magazines, so that they are bought onlyonce for more readers.

DeLeesmap

Ps consumer * * *

Time sharing of luxuryleisure time goods

A group of people can buy luxury leisure time goods like yachts, secondhouses, or private planes. Together they share costs and time of use. Thegoods are owned by a foundation created by the investors.

TMC Ps consumer * * * *

Paint on demand In paintshops Sikkens places machines that are able to produce the exactcolour and quantity to fit to all users demands. In this way less paint is neededto create the right colour.

Sikkens Ps consumer * *

Libraries for books,CD's, art etc.

A very well known product service combination is the library. This kind oforganisation buys the products, and makes it possible for members to usethese products.

Ps both * *

Re-furnishing offurniture

To be able to refurnish their products after some years of use, furnitureproducer Gelderland designs their products in such a way as to fit to thesedemands.

Gelderland,CulemborgLeolux

Ps both * * *

xv


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Software assistance Environmental software engineering company PRé assists users of theirsoftware with reviews and software updates

PRé Ps business-to-business

* * *

Assisting stamp-collecting

To encourage philatelists in collecting their post-stamps, the royal Dutch mailcompany PTT assists with organising exchanges and producing albums etc.These kinds of services are added to products (stamps) that are needed toprovide the service of delivering mail.

PTT Ps consumer * *

Inspecting mechanic andelectronic equipment

Machinery builders make maintenance and repair service easier by enablingchecking the product-status on distance, for example by telephone. A softwareupdate is possible as well in this way.


* *

Building contractorsbuild and maintain

Some building contractors don't only build; they take responsibility for themaintenance as well.

Ps both * *

Supplier of yachtsprovides winter storingand maintenance

Some luxury ship suppliers don't only sell their yachts, they take care of themaintenance and winter storing as well

Ps consumer *

xvi


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Bus shelter billboard-service by Alrecon

Alrecon takes care of promotional activities for companies who want to usebus shelters for this purpose. Alrecon takes responsibility for the repair andmaintenance of these shelters.

Alrecon Sp business-to-business

Railway companiesproduce timetables andsoftware

To be able to plan a trip by train, you need to know the timetables. For thispurpose railway companies develop these timetables.

NS Sp consumer

Railway companiesdevelop their own trains

Because railway companies are very aware of all the demands a train has to fitin, some railway companies decided to do their own product development.The production will be contracted-out. An example of a train developed insuch a way is the double-decker now operating in the Netherlands.

NS Sp business-to-business

Mobile phone networks Many telecom companies compete with a free telephone when subscribing totheir network.

Libertel,PTT,ANWB

Sp consumer * * *

Distributors/retailersdesign their own trailers

To fit to the very special demands some large (retail) companies have aboutdistribution, some of them decided to design their own trailers. Albert Heijnand McDonalds did this for example. For Albert Heijn this resulted in a so-called RoRo (Roll on Roll off) trailer.

AlbertHeijnMcDonalds

Sp business-to-business

xvii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Wagon-Lits coffeetrolley

To improve the drinks- and snack selling in trains Wagon-Lits decided todevelop their own trolley to fit to all their specific demands. Due to the lack ofexperience in product development many start-up problems appeared andmade these trolleys inaccurate and expensive.

Wagon-Lits Sp business-to-business

Cleaning companiesdeveloping their ownmachines and detergents

To fit to all their specific demands, many cleaning companies develop theirown machines and detergents.

Sp business-to-business

Interactive multimediapossibilities

Internet provides possibilities to store and view television or radio or othermultimedia programs that can be used in an interactive way. Viewers decidewhen to experience such a multi-media program.

KPN-Telecom,NOBInteractiveandSURFnet

STCH

consumer

Locked bicycle Many bicycles in Amsterdam are considered as a wreck. The police takesthese (many times stolen) bikes of the street. If no one claims the bike, itoriginally was considered as waste. 'Fiets op Slot' (locked bicycle) is acommercial initiative to reuse these wrecks. About 1/3 of the parts need to bereplaced, what's being done by 'Fiets op Slot'. The bikes are sold to dealers.

Fiets opSlot


* * *

Security systems Originally Lips was a producer of locks and other security-products. Becausethey defined their core business as securing people and peoples property theyadded security services to their products. Now Lips people are guardingbuildings as well.

Lipssecuritysystems


* *

xviii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Sustainable maintenanceprogram social housingfoundation

Social housing corporations have programs for sustainable housingmaintenance. The buildings are not only refurbished in a durable way, they areupgraded as well, for example with a solar boiler or double glass panels.


* * * * *

Bullet pads made out oftires

Kortenoord is an iron-processing factory. This company produces frames forrubber pads (made of tires) that are being used in police education forshooting practice. When the pads are full of bullets and powder, Kortenoordtakes back the pads and wants to recycle them.

Kortenoord Ps business-to-business

* *

Toll-roads in Portugal The quantity of toll-roads in Portugal is growing. These roads are exploited bythe road-builders themselves.

Ps both *

Global PositioningSystem (GPS)

The Global Positioning System, GPS has been set-up by the U. S. Departmentof Defence. It can be used by anyone travelling to track his or her position. Incombination with digitised maps it can be used to optimise route planning, sofewer kilometres are made.

PhilipsEricsson

Sp both

Leasing of baby goods In some places it is possible to lease goods that are needed for baby's only.After they are grown up, the lease contract is ended.


xix


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Bartering circles Bartering systems started in Amsterdam in 1993. A bartering group exists outof at least 1 people, who all can provide certain services and need certainservices. If someone wants a job to be done, he/she can have a look in thebartering system, to find someone who can do this for him/her. The one whois doing the job will be 'paid' with positive points in the system, the other withnegative points. He or she will have to do something for someone in thesystem to equalise his points total. This system can be used for products aswell as for services.

Sp consumer

Pay per view Some operators of cable systems (like A2 in Amsterdam) provide thepossibility for viewers to decide for themselves what they want to view andpay for. A device registers the programs viewed and sends this information tothe operator so a specified bill can be made up.

A2 Ss consumer * *

Videobox with videorental

When renting a videotape people can rent an especially for this aim designedVCR as well.

Sp consumer * *

Leasing and rental byGE Capital ModularSpace

General Electric is a lessor of many expensive and complex products. Theyare the rental- and/or leasing company of for example cabins ('yellow cabins'),trailers (TIP Europe), containers (Genitor), cars (Aroleasing), aeroplanes(Commercial air) and even satellites (GE Space)

GeneralElectric


* * * *

xx


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Airmiles and bonuscards To be more aware of consumer behaviour and consumers wishes someretailers (like Albert Heijn, V&D, Dixons etc.) register a lot of buyingbehaviour in a large system. With this information they can be more accuratein serving the customer.

Air Miles Ss consumer

Luggage deliveringservice

Tourists flying from Schiphol often take the car to the airport, or are broughtand picked up by family or friends. Schiphol wants to stay accessible foreveryone, so the car traffic has to be brought back. That's why the airport set-up a luggage delivering service. Luggage is being taken away from people’shomes and will be processed in such a way that travellers have their luggagewhen they arrive at their final destination.

Schiphol Ss consumer

Retourette In some shops of Albert Heijn in the Netherlands, as well in some shops inAustria, there is a possibility to return empty packages so these can be reusedor recycled more efficiently than is possible with normal waste. This system isdifferent from deposit systems because no money is involved for thecustomer. He/she brings back the packages completely voluntarily.

DeRetouretteSchiedam

Ss consumer

Street lighting per squaremeter

The municipality of Bathmen, in Dutch Overijssel, decided to contract out thein lighting of the village to the energy distributor EDON. In this way largeinvestments are made by EDON, who also takes responsibility formaintenance and repairs. The municipality pays fl.8 per square meter per year,and does not need to invest.

Municipality ofBathmen,OverijsselEDON


* * * *

Video renting Ps consumer * *

xxi


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Garden leasing Ps both * *

Central heating kettlelease

In order to promote expense environmental friendly kettles, installationorganisations and energy distributors offers lease contracts.

Ps consumer * *

Fax, laptop leasing Ps both * *

Home inventory leasing Ps consumer * *

Kitchen inventoryleasing

Ps consumer * *

xxii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Scooter leasing Ps consumer * *

Sewing machine leasing Ps business-to-business

* *

Leasing of tropical plants Ps both * *

Sportswear leasing Ps consumer * *

Sunlamp leasing ZonnecentrumSentjens

Ps consumer * *

xxiii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

DEPO bicycle plan DEPO is a follow up system of the 'white bicycle plan' set-up in Amsterdam.Because so many bikes are stolen and biking is a pretty good way of transportin Amsterdam, an organisation owns a lot of 'white bicycles', that can be usedby all DEPO members.

DEPO Ps consumer * *

Cabs An old product-service combination is the taxi. The concept is so well known,it needs no description.

Ps both * *

HP toner All laser printers need (quite expensive) toners. The refilling of these toners isnot always very simple, and isn't a standardised process. That's why toners ofHewlett Packard are only rented to the users. They must be returned so theycan be refilled

HewlettPackard


* *

Camping equipment Going on a camping holiday is not an everyday business. Therefore it can bemore efficient to rent the needed equipment at the time it is needed.

Ps * *

BO-rent machines Many machines are expensive to buy, especially when they aren't used veryoften. BO-rent gives customers the opportunity to rent a lot of machines theywouldn't or couldn't buy for the job he/she has to do.

Ps consumer

xxiv


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Kodak recycle camera Kodak produces cameras with a film included. The whole camera with film isreturned to have the film developed and printed. The cameras can be reusedwith new films

EastmanKodak

Ps consumer * * * *

Caravan Caravans are very expensive goods to buy just for a two weeks holiday. That'swhy most new caravans are bought by older people --> They earned themoney, and they have more time, so the investment will pay. The second handmarket consists mainly of caravans bought by the elderly people and thereforethey look more old-fashioned than the second hand market desires. Kip wantsto earn some money in the very large second hand market as well, so they takeback the caravans, restyle them for the younger people, and resell them again.

Kip Ps consumer * *

Lease of computer parts MVE Ps both * *

Leasing of liquid bulkcontainers, chassis,tractors and trailers

Integral Ps business-to-business

* *

xxv


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

International AviationPartners

IAP is an intermediate company for buying and leasing aeroplanes. Theycollect lessors and lessees of aircrafts, and make the two companies contact.They are lessors of some planes as well.

International AviationPartners


* *

Art lease Art LeaseBV, Utrecht

Ps consumer * *

Leasing washingmachines and dryers forstudents

Splashlease

Ps consumer * *

Computer leasing Computers can be leased for short periods of time from producers. Theminimum time found was 15 minutes (Kinko's chain)

MahéAssurantiegroep B.V.DigitalLinotype-hell AGDSTLogisticsRelectronic-Remech

Ps both * *

xxvi


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Yacht leasing Ps consumer * *

Reverse logistics of EPSpackaging

EPS packaging can be returned to the producers by a communal takebackservice.

Stybenex Ps business-to-business

* *

Refilling of copier andprinter cartridges

Specialised companies buy empty cartridges and sell refilled ones. Ecotone Ps both *

Ready made meals 'outof the wall'

To compete with fast-food restaurants some supermarkets even have thepossibility to sell ready made meals not only when the store is opened, buteven when it's closed by selling it 'out of the wall'.

AlbertHeijn

Ss consumer *

Digital camera without alocal storage medium

In the near future it will be possible not only to take pictures digitally, butsend them directly to your hard disk by using a transmitter. The pictures willbe received by a service connected with the internet, that sends them directlyto your hard drive.

STCH

both

xxvii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Recycling and renewingof used oils

Fett-Recycling Nauen GmbH collects used oils and greases, originally madeout of animals or vegetation, so that they can be cleaned and renewed. In thisway waste is prevented and the use of virgin oils and greases can be avoided

Fett-RecyclingNauenGmbH


* * *

Renewing and recyclingof solvents

In many chemical industries and laboratories solvents are used to facilitatechemical reactions. GAMBET GmbH cleans, renews and re-sells thesesolvents.

GAMBETGmbH,TeltowSafeChem(a Dowcompany)


* * * *

Collection and re-distribution of tools

The G.A.B. from Berlin collects tools used in households, hospitals etc.,cleans and if possible repairs them and redistributes them in 'third worldcountries', countries in Eastern Europe or poor people in Germany itself

G.A.B.Gesellschaft fürArbeits-undBerufsförderung BerlinGmbH

Ps consumer * * *

Long-time guaranteeVolkswagen of America

Volkswagen in the United States gives a 1-year guarantee on the motor andfunctioning of the VW Jetta. Normally guaranties are one or at max. 3 years or1. km.

Volkswagen ofAmerica

Ps consumer * *

xxviii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Renewing of office-buildings

To prevent the giant amounts of waste caused by old office-buildings that aredemolished down and being replaced by new ones, the National AubudonSociety renovates old buildings in such a way as to save on building materials,use of energy etc.

NationalAudubonSociety,New York


* * * *

Electronic trade of usedtrucks

Customers who want to buy a used Mercedes-Benz truck, are informed aboutthe cars available by an online trade system. Because this system is easier touse than traditional ways of trading second hand trucks, companies will earlierbuy a used truck. The period of use is lengthened in this way.

Mercedes-Benz AG,Stuttgart


*

Reuse of truck-parts When new trucks are distributed, old trucks can be collected. These old truckscan be dismantled so re-usable parts can be obtained. These parts are beingsold on local markets, so not much energy is used for distribution as well.

S.A.W.E.G.AG, Altdorf


* * *

Maintenance servicesells functioning hours

In stead of paying for the maintenance services done, Swissair pays per hourthe aeroplane is flying. In this way the maintenance service is stimulated indoing their work efficiently, as well in doing it in a proper way. Swissair buysfunctionality.

Motorenwerkstatte derSwissairAG,CH-8 58Zürich-Flughafen

Ss business-to-business

xxix


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Longlife motor-oil withmotor quality check

Mobil Oil AG in Germany has developed a synthetic motor oil that functionslonger than traditional mineral oils (4, km in stead of 5, *, km). To make thesame profits as with traditional oils Mobil has added a service to the oil-change: They analyse the old oil on fragments of the motor. With thisinformation it is possible to conclude whether the motor is in good shape orshould be revised. Mobil also takes responsibility for those conclusions.Because less oil is used, and because experts should change it, the chemicalwaste is less and collected centrally.

Mobil OilAGGermany

Ps both * * *

Camper Share Owning a camper is very expensive. Considering the short period it is beingused each year the organisation 'CamperShare' set-up a system to share acamper with more families. The organisation takes care of the regulations(like insurance, taxes, liability etc.). In this way campers are available to morepeople, but can be used more efficiently.

CamperShare

Ps consumer * *

Suit in the right size Buying a new suit can take a lot of time. Especially to those people who havea lack of time, Bijenkorf set up a service for their customers. Once theycommunicated their specific wishes and size, Bijenkorf searches the collectionand makes a selection. In this way Shopping can be done more efficiently thenit was.

deBijenkorfRotterdam

Ps consumer *

The Electrolux Eldeksystem

Because cleaning quilts is a job that can't be done in an ordinary washingmachine, it is usually done in a washery. To have one clean bed, about 5 quiltsare needed. The time between the moment a quilt should be washed and themoment it is returned is that long. That's why Electrolux set up a systemtogether with a producer of quilts to make it possible for institutions to washthe quilts themselves. The complete system of quilts, detergents and washingmachines is leased in one contract.

Electrolux Ps business-to-business

* * *

xxx


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Microfix computerhardware repair service

Having a piece of hardware repaired is most times more expensive than justbuying a new one. Microfix tries to do a better job than most manufacturersdo. They pickup the defect equipment, repair it and deliver it back again.Microfix even guaranties the proper functioning of the device for a certainperiod.

MicrofixB.V.


*

Subscription to a meatpackage

After the introduction and implementation of the subscription to vegetables, itis possible as well to subscribe to a weekly made meat package: BOEUF. Theanimals are grown in a biological and ecological way, approved by SKAL bymeans of an EKO quality mark. Overproduction is prevented in this way. Alsobutcheries are controlled on their processes.

Boeuf Ps consumer * * * *

Take back service forPVC

Many industrial curtains and screens contain or are made out of PVC.Incinerating this plastic after disposal generates toxic waste. Reusing orrecycling therefore is a better way. VLP, Naaldwijk in the Netherlandsconsiders the possibility of taking back those industrial curtains and screens,so that it can be recycled in flagstones or other products.

VLP,Naaldwijk


* *

EMS Techno-Koerier The EMS courier service is extended with a Techno courier service. With thisservice, couriers do not only deliver computer components, but also installcomponents or repair the computer. EMS had couriers trained specially forthis service. Laser Computers uses the EMS Techno Courier as an extramarketing instrument. Hewlett Packard uses this service in big, time limitedprojects.

EMSLaserComputersHewlettPackard


* * *

Library at home Some people are not able to visit a public library. It concerns old or ill peopleand disabled. So an extra service is added. In this service library books aredelivered at home. A library employee, together with the customer choosesbooks and audio-visual materials. A volunteer delivers and picks up thesematerials after 4 to 6 weeks.

PubliclibraryDelft

Ss consumer

xxxi


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Value-added assembly ofcomputers and copiers

Computers can be assembled, not only by the producer or specialised retailer,but also by the distributor. This means that just-in-time delivery is combinedwith mass customisation. In this case the distributor adds value to product hetransports. The same is done for copiers.

Scansped/ICL forcomputersCannon andRicoh forcopiers

Ps both * * *

Starting a laundrette Electrolux supports initiators who want to start a laundrette. Together abusiness plan is made, market research is carried out, a location is found, apermit acquired, etc. If needed Electrolux has a lease construction forinitiators without high investment possibilities.A same kind of support is offered in dry-cleaning, kitchen equipment etc. Ifneeded, also training can be given.

Electrolux:SplashLeiden


* * * * * *

Clear drinking water inevery office

EauVital supplies offices with a system that contains pure crystal low sodiumwater. The water is for drinking cold. EauVital supplies the watercooler thatworks as a dispenser, bottles of water and drinking cups.

EauVital Ps business-to-business

* * *

Fastfax Companies use faxes more and more as a way of direct marketing. Fastfaxoffers companies to do this for others. In this way, more efficient faxes aresent. Whenever potential clients do not appreciate this kind of marketing, theycan automatically block all fax.

Fastfax,worktogetherwith manycompanies.Examples:EauVital,KPN postalservices

Ss *

xxxii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Integrated pestmanagement

Several pesticide manufacturers promote integrated pest control to diminishthe use of pesticides. By molecular engineering, pesticides are more specificand less pesticides are needed. Sometimes plants are re-engineered so theywithstand diseases. Next to this farmers are given information on efficient andeffective use.

MonsantoCompanyZeneca


* *

Providing dishes In 1993, Bibo Company of Settimo Torinese shifted from producing andselling mono-use plastic dishes to provision of a service for collective andpublic restoration services. It consists of taking back and recycling of plasticdishes. The company retains the ownership of the products. Due to the newbusiness, Bibo redesigned their products.

BiboCompany,Italy


* *

Refractories renting An English company supplier of engineering materials rents the refractoryfurnace liners to steel companies. In this way steel companies avoid refractorydisposal and stocking. This means an intensification of use of refractoryfurnace liners on one side and an improving of recovering and reusingpractices saving inputs materials.

CooksonGroup PLC


* *

Renting of cleaningproducts

Electrolux Euroclean AB (professional appliances) promotes its rentingservice for cleaning equipment. The service includes consultation andsuggestions on the choice of machines and cleaning methods, trainingprograms on optimal use, maintenance and repair service. Customers(professional cleaning companies) pay a monthly fee.

ElectroluxEurocleanAB


* * * * * *

xxxiii


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Supplying colours Companies that used to sell dyes and pigments are starting to becomesuppliers of colours to its customers. These customers are merely othercompanies. This service is comparable to the paint on demand for privateconsumers.

Ciba AGDivisionPigmentContinental- Lack- undFarbenwerke


* *

Sofa lease As the next step after refurbishment, Leolux is examining the possibilities ofsofa lease. Together with a retailer and a consultant it was already found outthat the environmental performance can drastically be improved whencustomers bring back their sofa after a few years for refurbishment, or for re-use of parts. If customers want to lease a sofa is still unknown.

Leolox,VenloEijerkamp,ZutphenCEA

Ps consumer * * *

Executive Jet: timesharing of planes

2 % of planes sold to business users (not aircraft companies) are sold to agroup of users. Most of these companies did not own a plane before. Someresistance arose from the purchase department of big companies, since theirfelt their task threatened. Since summer 1998, Executive Jet is active on theEuropean market.

ExecutiveJet, gotfinancialsupportfromWarrenBuffett


*

Leasing of disabledneeds

The former state department GMD (Gemeenschappelijk Medische Dienst,Common Medical service) was turned over into a private company ZVN(Zorgvoorziening Nederland, Dutch Care Provision). They supply 35 to 4 %of the wheelchairs to municipalities. The big leap forward came with thepurchase of a retailer for medical supplies: Welzorg. Due to this structure, therecycling of wheelchairs increased from 1 to 5 %. This saved 15 millionDutch guilders per year.

ZVN(ZorgvoorzieningNederland)


* * *

xxxiv


Type

Target group

Design

Production

Distribution

Sale

Installation

Result

Use

Maintenance

Repair

Function extensionE

nd-of-life

Lease

Renting

Sharing

Pooling

Re-use

Treatment

Re-cycle

Stylehouse pre-order Malaysian airlines offer an interactive shop on their flights. While in the air,you can order designer accessories (chain sets, earrings, flower pins, handbagsetc). These items are delivered on the conveyer belt together with the luggage.Also flowers can be ordered. These are delivered to the addressed person.

Malaysianairlines, co-operationwithInterflora

Ps both * *

Painter instead of paintseller

DuPont paints cars for ford, instead of being a supplier of paint. In this way,DuPont takes the responsibility for the paint on the cars. DuPont is stimulatedto use as little paint as possible, stimulating new technologies.

DuPont andFord


*

E-commerce from IBM IBM offers e-commerce, hereby extending their business from producinghardware to functions offered by computers. In this way revenues aregenerated also after the point of sale of the computers.

IBM both *

Tap water in bottles A drinking water company near the Dutch city of Tilburg has started sellingtap water in 1 and 1,5 little bottles. No extra handling is done. The water,although having the same quality, is sold for almost 1 guilder per litre insteadof, 1 guilder. A service of bottling is added to the product water.

Ps consumer * * * *

xxxv

Questionnaire

Instruction to the questionnaireIn the economical and environmental analysis is to compare the product service system to competitiveproducts or services. To do so, you need to describe the exact functionality of the product service systemand the alternative system. Only alternatives sharing the same functionality can be compared. For thatreason we formulated some questions on fulfilment of function.

Anything a product or service does to benefit the consumer is what we consider to be the function. Thiscan be the objective and measurable performance, but can also contain subjective elements. For example:the stringent function of a car is transport of people. Besides, a car is also a status symbol. Peopleconsider the functionality of a product in a different way. To some people the image ‘provided’ by the caris less important than it is to others. It is even imaginable that to some people not owning a car provides adesired status. So first we ask your opinion on the objective and non-objective function fulfilment by yourproduct service system.

General questions1. Can you give a description of your product service system?

2. By combining a product and service the function of the separate service and product is enlarged.What are, to your opinion, the functions of the product service system to the user?

3. Which functions are changed or added, disappeared compared to an old product or service?

4. Can you give an indication on the financial appreciation of the product and service component byyour customers?

all valuation to physical product � � � � � � � � � � � all valuation to service

5. How (with which products, services or other PS system) can the function also be fulfilled?

Do these alternatives fulfil really all functions your product service system fulfils?

Which functions are, which aren’t?

6. Can you give a description of a reference system?

Environment1. Which are, to your opinion, the main positive and negative environmental effects of your product

service system?

2. Is your product service system environmentally better, compared to the reference situation?

much better � � � � � much worse

3. Can you give a short description of the manufacturing and service providing process of yourcompany? Please sketch the process in a flow diagram for clarity.

For each 1000 kg of product, please list the amounts of raw materials that are needed. This does notinclude packaging for the finished product that leaves your company. As generally some amount ofwaste is generated, totals can be over 1000 kg. (Please use generic names rather than trade names andgive a short description of the use (e.g. talcum 99%, 100 kg, filler or NaOH, 10 % solution, pHstabiliser).

Can you state the country of origin of each of the above mentioned materials, the method of transportand type and weight of packaging per unit. (E.g. 50 kg PS granulate from Germany, truck, in HPPEbag of 500 grams).

xxxvi

What types of energy and which mobility are used in your production process: electricity, steam,gas/oil/wood-fired furnace, petrol.

For each 1000 kg of final product, please list the amounts and type of emissions to water and air thatmight occur in the production process if this is known. If only concentrations in waste water/air areknown please state these and give the amount of wastewater produced per 1000 kg product.

For each 1000 kg of final product, please list the amounts and type of waste that are generated. Pleaseindicate whether the waste is recycled/incinerated on site or disposed of in a controlled landfill orcommunal incineration unit.

Economical analysisTo make an economical analysis we need some information on your product service system. In answeringthese questions, you are asked to use attached tables.

1. In table 1 (producer) we ask you to give costs and revenues of the project of the development of theproduct service system. In the table you find a column costs, and a column revenues. You can chooseto give costs and benefits per time period (financial year, period of the project, etc.) or per unitproducts or services. We divide these costs according to the different stages the product or servicelives trough. The terms per life stage are point of interest to you. We are only interested in totals perlifestage. We are just interested in rough indications, not in exact data.

2. In the second column (change of costs) we ask you the change in relation to the reference system.

3. In the fourth column (change of revenues) we ask you the change in relation to the reference system.

4. We expect you carried out a cost assessment in advance. We are interested on which basis youdecided to start your product service system.

5. What time horizon did you take, and why?

1 year / 3 year / 5 year / 10 year / period of the project / different …

How did you choose the time horizon?

Which risks do you considered?

6. What was the expected Return on Investment?

7. Due to the product service system the financial situation of suppliers and customers has changedmost probably. In table 2 (suppliers) we ask you to indicate the turnover of products, materials andsupport purchased by you. You can again choose to give this turnover per time period (financial year,period of the project, etc.) or per unit products or services. You can confine yourself to the mostrelevant suppliers; those who are responsible for 80% of the costs.

8. In table 3 (consumers) we ask you to indicate the change of costs to the customer. You can fill in thecosts of the product service system and the costs of the reference situation. In the third column youare asked to indicate the changes.

xxxvii

Product service system as a new activityTo you as a company introducing the product service system was a new activity. We are interested in thereasons why you did so, how it fits in your business strategy and the corporate identity.

1. Why did you start this product service system? Several options are possible.- Portfolio development- Market development- Product development- Enlargement of turn-over- Other, …

2. Was your organisation able to provide this product service system?

3. Did the organisation structure change?

4. Did the authorisations change?

5. Were personal abilities, knowledge and attitudes adequate?

adequate � � � � � needed a lot of adaptation

6. Was your innovation method adequate to develop and improve the product service system?

adequate � � � � � not adequate

7. Did the customers and environment accept the product service system?

8. Did you meet resistance from players within the production chain?

little � � � � � a lot from ….

9. Did you form alliances?

10. Were players within the chain passed by or eliminated?

11. To what extent did the market accept the product service system? (user’s characters, geographicaldifference, etc.)

wide acceptance � � � � � rejection

Those who accepted were: ………………………………………………………………

Those who rejected were: ………………………………………………………………

12. Did normalising institutes (legislator, normalisation institutes) hamper the introduction?

13. Did interest groups (non-direct actors in the chain) influence the introduction?

14. Which strategy was used by each of these interest groups?

15. Did you meet main legal obstacles?- Product responsibility- Ownership- Non tangible products- International conventions- Privacy protection- Co-operation- Intellectual property- Different, …

xxxviii

Customer acceptancePreceding the market introduction, it is needed to make an inventory of (potential) customers and toinform them about the product service system.

1. What kind of market research did you carry out?

2. Which aspects of the product service system did potential customers consider important? Severalarguments are possible.- financial benefit on short term- financial benefit on the long term- more comfort- status- fitting to attitudes and values of the customer- reduction of complexity- different, ..……………………………………………………………………………….

3. How did you launch the product service system?- wide propaganda towards a big potential clientele- direct approach of existing clientele- direct approach of relations of existing clientele- personal contacts between you and potential customers- different, ………………………………………………………………………………

Final questionIs the product service system a success? Why or why not? Please just mention one reason.

Yes, because .………………………………………………………………..

No, because …………………………………………………………………

ANNEXE REPORT - PRé

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